Quality & Training Lead, Insurance Operations

Jerry.ai•Austin, TX

2d•$90,000 - $120,000•Remote

About The Position

As the Quality & Training Lead, you aren't just checking boxes—you are building the blueprint for excellence. Reporting to the Senior Manager of Contact Center Operations, you will own the end-to-end strategy for Quality Assurance (QA) and Training across our Sales and Service departments. You will design the curriculum that turns new hires into experts, build the scorecards that define "great" service, and partner with Legal and Carrier teams to ensure we are always compliant and ahead of the curve.

Requirements

An Insurance Pro: You have 3+ years in insurance operations (agency, brokerage, or carrier) and hold an active P&C license (or are willing to obtain one quickly).
A Natural Coach: You have 2+ years of experience in training, quality auditing, or performance coaching. You love seeing others succeed.
Analytical & Detail-Oriented: You can look at a spreadsheet of audit scores and see a story. You know how to turn data into a coaching plan.
Communicator: You can break down complex insurance regulations into clear, actionable guidance for a front-line team.
Adaptable: You thrive in a fast-paced environment where things change quickly, and you’re comfortable building processes from the ground up.

Responsibilities

Build the Standard: Develop and scale our QA program, including call audits, scorecards, and calibration processes that align with regulatory and carrier standards.
Educate & Empower: Design and deliver comprehensive training for new hires and ongoing education for veterans, focusing on product knowledge, system proficiency, and sales/service effectiveness.
Drive Licensing Success: Own the insurance licensing process, providing prep support and tracking to ensure our team is fully credentialed and compliant.
Analyze & Optimize: Use QA data and performance trends to identify skill gaps and translate them into "just-in-time" training initiatives.
Knowledge Management: Maintain our internal knowledge base (SOPs, job aids, and e-learning modules) to ensure the team has the most accurate information at their fingertips.
Collaborate: Partner with Legal, Compliance, and Carrier Relations to operationalize new requirements and product updates.